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Growth Opportunities for Communications, Collaboration and Customer Care Tools in Healthcare
Growth Opportunities for Communications, Collaboration and Customer Care Tools in Healthcare
Enabling Key Healthcare Workflows with Pre-packaged and Programmable Communications Solutions to Enhance Patient and Physician Journeys
09-Dec-2020
Latin America
Market Research
Description
Frost & Sullivan has identified the healthcare vertical as ripe for digital transformation and adoption of modern communications and collaboration technologies with the objective of improving operational efficiencies and enhancing patient care. The study covers key use cases for point solutions such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), and contact center and contact center as a service (CCaaS). It also discusses opportunities for improving patient and practitioner experiences, and enhancing important workflows in the healthcare industry vertical using application programming interfaces (APIs) and programmable communications capabilities.
More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to healthcare organizations: remote video consultations, scheduling, caregiver coordination and communications, admission and orientation for remote consultations, triage and admission (for in-person consultations), inbound and outbound patient communications and notifications, on-premise and remote monitoring and assistance, contact tracing and tracing automation, and emergency mass notifications and emergency management solutions.
The COVID-19 pandemic exposed the industry’s lack of preparedness to properly handle a calamity of this magnitude. From supply-chain challenges, to safety protocols, workload distribution and patient outreach, healthcare organizations struggled to deliver excellent patient services while maintaining profitable operations and staff productivity and job satisfaction.
As coronavirus vaccines come closer, yet many countries are hit hard by new COVID-19 waves, it's uncertain which medical practices that emerged or were significantly modified in 2020 will persist in the future. Existing workflows and business practices that have proven their value are most likely to prevail and open new business opportunities. Nevertheless, healthcare providers face many challenges, such as the need to use more self-service solutions throughout the patient journey, integrate home-based diagnostics and devices, and fully leverage AI, RPA and NPL to improve practitioner, staff and patient experiences.
As countries, industries, businesses and individuals gradually adjust to what is likely to be an ever-shifting “new normal”, healthcare organizations will need to adapt as well. Digital technologies, including communications and collaboration solutions, as well as programmable platforms, must be leveraged as key enablers of accelerated and effective industry transformation. In order to properly apply programmable communications and other digital technologies to address healthcare, a clear understanding of the processes and workflows, and their manual chokepoints, is required.
This study discusses opportunities for improving patient and practitioner experiences and enhancing important workflows in the healthcare industry vertical using pre-packaged communications and collaboration solutions, as well as application programming interfaces (APIs) and programmable communications capabilities.
Author: Leonardo Sampieri
Table of Contents
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the Healthcare Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
Executive Summary and Purpose of the Study
Executive Summary and Purpose of the Study (continued)
Scope
Technology-related Definitions
Technology-related Definitions (continued)
Technology-related Definitions (continued)
Technology-related Definitions (continued)
The Health Cycle and the Patient Journey
The Health Cycle and the Patient Journey (continued)
Flowchart Symbols
Technology Evolution
Healthcare Industry Overview
Future Trends for Communications Providers to Watch in the Healthcare Industry
Critical Success Factors for Growth
Critical Success Factors for Growth (continued)
COVID-19 Impact
COVID-19 Impact (continued)
COVID-19 Impact by Healthcare Industry Sector
COVID-19 Impact by Healthcare Industry Sector (continued)
Communication and Collaboration Trends to be Considered by Healthcare Providers
E-Health Trends to be Considered by Communication and Collaboration Solutions Providers
Top Business Objectives in the Healthcare Vertical Industry, Global
Top IT/Telecom Challenges in the Healthcare Vertical Industry, Global
Top IT/Telecom Technology Investment Drivers in the Healthcare Vertical Industry, Global
Measuring Digital Transformation Success in the Healthcare Vertical Industry, Global
Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry
Discussion of Selected Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry
Discussion of Selected Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry (continued)
Growth Restraints for Communications and Collaboration Technology in the Healthcare Vertical Industry
Discussion of Selected Growth Restraints for Communications and Collaboration Technologies in the Healthcare Vertical Industry
Remote Video Consultations
Remote Video Consultation—Communications-enabled Workflows
Remote Video Consultation—Communications Assessment
Scheduling
Scheduling—Communications-enabled Workflows
Scheduling—Communications Assessment
Caregiver Coordination and Communication
Caregiver Coordination and Communication—Communications-enabled Workflows
Caregiver Coordination and Communication—Communications Assessment
Admission and Orientation for Remote Consultations
Admission and Orientation for Remote Consultations—Communications-enabled Workflows
Admission and Orientation for Remote Consultations—Communications Assessment
Triage and Admission (For In-person Consultation)
Triage and Admission (For In-person Consultation)—Communications-enabled Workflows
Triage and Admission (For In-person Consultation)—Communications Assessment
Inbound and Outbound Patient Communications and Notifications
Inbound and Outbound Patient Communications and Notifications—Communications-enabled Workflows
Inbound and Outbound Patient Communications and Notifications—Communications Assessment
On-premise and Remote Monitoring and Assistance
On-premise and Remote Monitoring and Assistance—Communications-enabled Workflows
On-premise and Remote Monitoring and Assistance—Communications Assessment
Contact Tracing and Tracing Automation
Contact Tracing and Tracing Automation—Communications-enabled Workflows
Contact Tracing and Tracing Automation—Communications Assessment
Emergency Mass Notifications and Emergency Management Solutions
Emergency Mass Notifications and Emergency Management Solutions—Communications-enabled Workflows
Emergency Mass Notifications and Emergency Management Solutions—Communications Assessment
Digital Trends in Healthcare
Growth Opportunity 1—Video Conferencing
Growth Opportunity 1—Video Conferencing (continued)
Growth Opportunity 2—Team Collaboration
Growth Opportunity 2—Team Collaboration (continued)
Growth Opportunity 3—Unified Communications
Growth Opportunity 3—Unified Communications (continued)
Growth Opportunity 4—Contact Center
Growth Opportunity 4—Contact Center (continued)
Growth Opportunity 5—Programmable Communications
Growth Opportunity 5—Programmable Communications (continued)
Growth Opportunity 6—Communications/Collaboration Devices
Growth Opportunity 6—Communications/Collaboration Devices (continued)
Your Next Steps
Why Frost, Why Now?
List of Exhibits
Legal Disclaimer
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Leonardo Sampieri |
| Industries | Telecom |
| WIP Number | K53C-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9528-C1,9535-C3,9717-C3,99FC-C1,9A59-C1,9705-C1,9820-C1,9A5B-C1,9610,9656,9723 |